Connected Office Voice. Key System Administrator Guide

Connected Office Voice Key System Administrator Guide

Connected Office Voice Key Admin Guide Table of Contents 8 Part 1: Getting Started 9 Introduction 10 Installing Your Phones 10 Box Contents 11 Attaching the Base 11 Connecting the Handset Cord 12 New VoIP Service Installation Guide 12 Phone Power 13 Network Lines 13 Automatic Configuration 14 VoIP to VoIP Installation Guide 14 Connect Your Phones 15 Phone Power 15 Porting Numbers 16 Dashboard 16 Create Your Account 17 Welcome Page 18 Part 2: FAQs 19 Voicemail Setup 20 Record a Busy Greeting 20 Record a No Answer Greeting 20 Listen to Messages 21 Part 3: Enterprise Level 22 Introduction 23 Enterprise Profile 23 Company Info 24 Admin 25 Generalized User Report 26 Enterprise Directory Tab 27 Call Center Tab 27 Call Center Settings Tab 28 Agent Unavailable Codes 29 Default Code Settings 30 Call Disposition Codes 31 Agent Default Settings 32 Call Routing Policies 33 Call Center Enhanced Reporting Branding 2

Connected Office Voice Key Admin Guide Table of Contents 33 Call Center External Reporting Settings 34 Call Center Scheduled Reports Tab 34 Description and Template 35 Scheduling Details 38 Report Details 38 Report Timeframe 39 Call Center Selection 39 Performance Parameters 39 Destinations for Report Generation 40 Part 4: Group Level 41 Introduction 42 Dashboard 43 Users 43 Status 44 Name 45 Calls 47 Settings 48 Phone 49 Call Centers 49 Status 49 Name 50 Calls 51 Settings 53 Detailed Settings 63 Group Profile 64 Site Info 64 Location Info 65 Numbers 66 Web Passwords & Voice Passcode Rules 68 Administrators 70 Time Schedules 70 Edit a Time Schedule 71 Add a Time Schedule 72 Holiday Schedules 74 Departments 72 Edit a Holiday Schedule 73 Add a Holiday Schedule 75 Manage Users 75 Profile Tab 76 User Profile 3

Connected Office Voice Key Admin Guide Table of Contents 80 Calling Features 81 My Calls 82 Utilities 83 Group Services 84 Directory 84 Common Phone List 85 Enterprise Directory 86 Custom Contact Directories 87 Add Directories 88 Edit Directories 89 Disaster Redirect 90 Call Details 91 Appendix I: Calling Features 94 Aliases 95 Alternate Numbers 96 Anonymous Call Rejection 97 Automatic Callback 98 Automatic Hold/Retrieve 98 Holding a call 99 Retrieving a call 99 AHR recall 99 Configure automatic hold/retrieve 100 Barge-In Exempt 101 Busy Lamp Field 102 Call Centers 103 Call Forwarding 103 No Answer 104 Not Reachable 105 Call Forwarding Always 106 Call Forwarding Busy 107 Call Fowarding Selective 108 Call Notify 109 Call Transfer 110 Call Waiting 111 Calling Plans 111 Incoming Calling Plan 112 Outgoing Plan 4

Connected Office Voice Key Admin Guide Table of Contents 112 Transfer Numbers 113 Outgoing Calling Plans 114 Collaborate Audio 115 Add Rooms 116 Edit Default Settings 117 Connected Line ID Restriction 118 Distribution Lists 119 Do Not Disturb 120 Executive 121 Managing Assistants 122 Managing Filters 124 Managing Call Screening 125 Managing Alerts 126 Executive Assistant 127 Fax Messaging 128 Greetings 128 Notes 129 Configure Greetings 130 Group Night Forwarding 131 Hoteling 131 Hoteling Host 132 Hoteling Guest 133 Line ID Delivery Blocking 134 Meet-Me Conferencing 134 View Available Bridges 135 Mange Meet-Me Conferences 136 Moderator Client 136 Receive a Call to Join a Conference 137 Invite Attendees 137 Mange Conference Recordings 138 Priority Alert 139 Push To Talk 140 Remote Office 141 Selective Call Acceptance 142 Selective Call Rejection 143 Shared Call Appearance 144 Speed Dial 8 5

Connected Office Voice Key Admin Guide Table of Contents 145 Speed Dial 100 146 Third Party Voice Messaging 148 Voice Messaging 148 Voice Portal 149 Appendix II: Group Services 151 Account / Authorization Codes 151 Administration 152 Codes Management 152 Bulk Update 153 BroadWorks Anywhere 153 Configure BroadWorks Anywhere 154 Privacy 155 Call Center 155 Agent Unavailable Codes 156 Managing Codes 157 Call Disposition Codes 158 Agent Default Settings 159 Call Center Routing Policy 159 Call Center Enhanced Reporting Branding 159 Call Center External Reporting Settings 160 Calling Plans 160 Codes Management 161 Digit Strings 161 Transfer Numbers 162 Incoming Calling Plan 163 Outgoing Calling Plan 164 Call Types 165 Collaborate Bridge 166 Emergency Zones 167 Feature Access Codes 168 Group CLID 169 Group Night Forwarding 170 Group Paging 171 Instant Group Call 172 Meet-Me Conferencing 172 Select Maximum Ports 6

Connected Office Voice Key Admin Guide Table of Contents 172 Manage Settings 173 View Call History 174 Music On Hold 175 Series Completion 176 Trunk Group 177 Virtual On-Net Enterprise Extensions 177 Adding Users 178 Adding User Ranges 178 Modifying Users 179 Voice Portal 7

Connected Office Voice Key Admin Guide Part 1: Getting Started Part 1: Getting Started 8

Connected Office Voice Key Admin Guide Part 1: Getting Started Introduction Connected Office Voice is Cincinnati Bell s cloudbased VoIP solution delivered over any 10 Mbps+ broadband connection. Easy to use and manage, COV scales quickly in increments of one, or choose to upgrade to Connected Office Voice Premium, a fully-managed, customizable hosted voice solution. This guide will help system administrators install phones, as well as set up and access Connected Office Voice features through the online portal. 9

Connected Office Voice Key Admin Guide Part 1: Getting Started Installing Your Phones To get started with your new Connected Office Voice Key system, make sure you received all of the following components in the shipment of Polycom phones. 2 1 NOTE: The phone model you receive may vary from the model pictured here; however, the following installation steps apply to all Polycom phone models. 6 Box Contents 3 In your shipment, you should have received: 1. A Polycom phone 2. A handset 3. A phone base 4. A handset cord 5. A network cable 6. A 48-volt power adapter 4 5 10

Connected Office Voice Key Admin Guide Part 1: Getting Started - Installing Phones Attaching the Base The base is connected to one of three slots on the back of the phone, each positioning the phone at a different height. Insert the base into your chosen slot on the back of the phone to achieve your desired angle. If the angle is incorrect, you can remove the base and reposition it by pulling the base straight out of the slot and then inserting it into your desired slot. Connecting the Handset Cord Press the straight end of the handset cord into the grooved slot on the back of the phone. Attach one end of the handset cord into the handset port on your Polycom phone (1), and plug the coiled end of the handset cord into the handset (2). 1 2 11

Connected Office Voice Key Admin Guide Part 1: Getting Started - New VoIP Service New VoIP Service Installation Guide If you are installing VoIP service for the first time, please follow these instructions. If you are transitioning your current VoIP service to Cincinnati Bell Connected Office Voice, please skip to the VoIP to VoIP Installation Guide. Phone Power If your phones are not Powered Over Ethernet (POE), you will need to connect the 48-volt power adapter to the POWER port on the back of the phone. Plug the other end of the power adapter into an electrical outlet. NOTE: Whether or not your phones are POE is determined by the type of network switch being used in your Connected Office Voice system 12

Connected Office Voice Key Admin Guide Part 1: Getting Started - New VoIP Service Network Lines To function properly, your Polycom phone must be connected to the public Internet via a network cable (provided in your shipment). Plug the network cable into the network port (1), and plug the other end of the cable into either a ROUTER or an ETHERNET CONNECTION. *OPTIONAL: Connect your PC to the PC PORT (2) for enhanced network performance. An additional network cable is necessary to complete this optional step. Automatic Configuration Your phone will connect to the Internet and automatically receive the design configuration that has been specifically created for your individual phone system. Depending upon this configuration, your phone may go through the reboot process several times before it becomes usable. This process should take approximately 5 minutes. 1 2 13

Connected Office Voice - Key Admin Guide Part 1: Getting Started - VoIP to VoIP Install VoIP to VoIP Installation Guide If you are changing to Connected Office Voice from an existing VoIP service and you do not have an available Ethernet cable, follow the instructions below to complete setup of your new phone system. While this is not an optimal setup, you will be able to migrate your service without the added expense of additional wiring. You can use this setup until your existing numbers are ported to the Cincinnati Bell Connect Your Phones Your current setup should resemble the images to the right. Two Ethernet cables should be plugged into the back of your phone from the NETWORK PORT (1) to a router or Ethernet port, and from the PC PORT (2) to your computer. Disconnect any Ethernet cables currently plugged into the PC PORT (2) on the back of your existing phone. NOTE: Your computer will lose network connectivity while this cable is unplugged Connect one end of the Ethernet cord provided in your shipment into the PC PORT (2) of the existing phone. Connect the other end of the Ethernet cord into the NETWORK PORT (1) of the new phone. 1 2 14

Connected Office Voice Key Admin Guide Part 1: Getting Started - VoIP to VoIP Install Phone Power If your phones are not Powered Over Ethernet (POE), you must connect the 48-volt power adapter into the POWER port on the back of your phone. Plug the other end of the power adapter into an electrical outlet. The end result should resemble the image to the right. Porting Numbers When the porting process is complete, Cincinnati Bell will notify you by email that the phones are ready to use. Remove the network cable from the original phone and move it to the NETWORK PORT of the new phone. NOTE: Your computer will lose network connectivity while the cable is disconnected. 15

Connected Office Voice - Key Admin Guide Part 1: Getting Started Dashboard Dashboard The online Connected Office Voice Dashboard allows you to control all user, group, and enterprise features. Create Your Account To create your Connected Office Voice Administrator account, go to https://portal.evolve.cbts.net/auth/login/ On the Login screen, use your Administrator Username and Password to log into the Dashboard. 16

Connected Office Voice Key Admin Guide Part 1: Getting Started Dashboard Welcome Page When you log in as an administrator, you will be taken to the Admin Portal, which provides access to admin-only tools and allows you to configure accountwide settings. On the left-hand side of the screen, you will see Enterprise, Group, and User dropdown menus. Functionality throughout the portal will change based on the selections you make within these drop-down lists. 17

Connected Office Voice Key Admin Guide Part 2: Frequently Asked Questions Part 2: Frequently Asked Questions 18

Connected Office Voice Key Admin Guide Part 2: Frequently Asked Questions Voicemail Setup The Voice Portal page allows you to configure the voice portal and voicemail services for your group. To access your Voice Portal settings through the online portal: 1. Login with your administrator ID and password 2. Select the Group from the dropdown menu to access the Group Dashboard 3. from the left-hand navigation 4. Highlight and select Voice Portal 5. Under Profile Settings: a. Turn the Voice Portal On or Off, modify the Name and CLID Name, and select a Language and Time Zone b. Check the box to allow voicemail aliases this prompts users for a Mailbox Number if they call the portal from a phone other than their COV extension c. Check the box to enable the Voice Portal Wizard this forces users to change their password from the default and record a personalized greeting before they can access the Voice Portal 6. Choose the Default Greeting or upload your own Branded Greeting for the Voice Portal and Voice Messaging to keep your changes. 19

Connected Office Voice Key Admin Guide Part 2: Frequently Asked Questions For more help, see the Voice Portal section. You can also set up your voicemail and record greetings from your COV phone. To setup your Voice Messaging for the first time: 1. Press the MESSAGE key on your phone 2. Press 1, then press the CONNECT soft key 3. Enter your default passcode 4. When prompted, enter a new 4-6 digit passcode, then reenter your new passcode 5. Follow the prompts to record your name You will now be routed to the Voice Messaging Main Menu. Record a Busy Greeting To record a Busy Greeting: 1. Access the Voice Messaging Main Menu 2. Press 2 to access the Busy Greeting menu 3. Press 1 Record a New Busy Greeting or press 3 Revert to System Default Busy Greeting Record a No Answer Greeting To record a No Answer Greeting: 1. Access the Voice Messaging Main Menu 2. Press 3 to access the No Answer Greeting menu 3. Press 1 to Record a New No Answer Greeting or press 3 to Revert to System Default No Answer Greeting Listen to Messages To listen to your messages: 1. Access the Voice Messaging Main Menu 2. Press 1 to listen to your messages 3. To save a message, press # (pound) 4. To delete a message, press 7 5. To continue to the next message, press 6 20

Connected Office Voice Key Admin Guide Part 3: Enterprise Level Part 3: Enterprise Level 21

Connected Office Voice Key Admin Guide Part 3: Enterprise Level Introduction Enterprise Administrators have access to one or more Groups, with each Group representing one of your company s physical locations. Each Group contains a set of Users; you can also divide Groups into Departments. As an Enterprise Administrator, you have access to each level in the hierarchy. The following sections will outline the different actions you can take within each level of the hierarchy: Enterprise, Group, Department, and User. 22

Connected Office Voice Key Admin Guide Part 3: Enterprise Level - Enterprise Profile Enterprise Profile Dashboard. to access the Enterprise From the Enterprise Dashboard, you can: View and edit your company contact info Generate user reports View your company directory Access Call Center settings Company Info You will automatically be routed to the Company Contact Information page. From this page, you can view and update your company s primary name and physical address. You may also assign an Enterprise Administrator and supply the administrator s contact information. to keep your changes. 23

Connected Office Voice Key Admin Guide Part 3: Enterprise Level - Enterprise Profile Admin Highlight and select Change Password to reset the Administrator Password. Enter your Current Password and New Password in the applicable fields, then retype your new password. password you have typed. to view the to save your changes. 24

Connected Office Voice Key Admin Guide Part 3: Enterprise Level - Enterprise Profile Generalized User Report report. to generate a user The Generalized User Report tab lists users and configured services. You can create a report across all Groups, or select a Group ID and Department from the drop-down menus. Check the box next to Show Services to include a list of configured services in your report. report. to generate the You can filter the report by Group ID, Department, or Configured Services. 25

Connected Office Voice Key Admin Guide Part 3: Enterprise Level - Enterprise Directory Enterprise Directory Tab Select from the left-hand navigation to access the Enterprise Directory. a basic search. to perform You can filter the results by selecting options from the dropdown lists and typing your search criteria into the field. To open your report in a new window, click Enterprise Directory Summary or Enterprise Directory Detail. To download your report as a PDF, click Enterprise Directory Summary PDF or Enterprise Directory Detail PDF. 26

Connected Office Voice Key Admin Guide Part 3: Enterprise Level - Call Center Call Center Tab Select from the left-hand navigation to access the Call Center page. From this page, you can manage: Agent Unavailable codes Call Disposition codes Agent default settings Call center routing policies Call center reporting branding and settings Scheduled reports Call Center Settings Tab Center Settings page. to access the Call From this page, you can configure call routing and agent settings for your enterprise s call centers. 27

Connected Office Voice Key Admin Guide Part 3: Enterprise Level - Call Center Agent Unavailable Codes Agent Unavailable Codes provide information about agents unavailability. Use this section to configure code feature defaults and add, modify, and delete the codes for the group. To configure default code values: 1) Check the box next to Enable Agent Unavailable Codes to enable this functionality 2) Select a default codes for the following areas: a) Do Not Disturb b) Personal calls c) Consecutive bounces d) Not Reachable 3) Check the box to Force use of Agent Unavailable Codes, which uses the selected code whenever an invalid or inactive code is received, or when no code is received 1 2a 2b 2c 2d 3 28

Connected Office Voice Key Admin Guide Part 3: Enterprise Level - Call Center Default Code Settings You can edit or delete existing codes, or add new default codes from this section. To edit an existing code, check the box next to the code and click To delete an existing code, check the box next to the code and click To add a new code, click -- within the Add Unavailable Code window, check the Active box, then edit the Code Value and Description. changes. to keep your 29

Connected Office Voice Key Admin Guide Part 3: Enterprise Level - Call Center Call Disposition Codes Disposition codes are additional attributes that agents can apply to calls. This allows them to tag calls for marketing promotions, topics, and so on. Activating or deactivating an enterprise-level disposition code makes it available or unavailable across all call centers in the enterprise. To edit an existing code, check the box next to the code and click To delete an existing code, check the box next to the code and click To add a new code, click -- within the Add Disposition Code window, check the box next to Active, then enter Code and Description information in the fields. changes. to keep your 30

Connected Office Voice Key Admin Guide Part 3: Enterprise Level - Call Center Agent Default Settings 1) Choose to apply the Default Guard Timer settings or the Enterprise settings 2) Check the box to enable a guard timer for a designated time period 3) Choose to apply Default Agent Unavailable settings or the Enterprise settings 4) Check the box next to Force Agent to unavailable for: a) Do Not Disturb activation b) Personal calls c) Consecutive bounces d) Not reachable 1 2 3 4a 4b 4c 4d changes. to save your 31

Connected Office Voice Key Admin Guide Part 3: Enterprise Level - Call Center Call Routing Policies Choose to route calls based on which agent has the longest wait time, or based on their priority order. If you select Priority Order, calls will be routed based on the priority of each call center, where 1 is the highest priority, 2 is the secondhighest priority, and so on. In the Priority field for each Call Center Name, type the priority number. to save your changes. 32

Connected Office Voice Key Admin Guide Part 3: Enterprise Level - Call Center Call Center Enhanced Reporting Branding Select System to use the default reporting branding, or select Custom and click to upload your own branding file for your reports. to keep your changes. Call Center External Reporting Settings Enable or Disable external reporting. to keep your changes. 33

Connected Office Voice Key Admin Guide Part 3: Enterprise Level - Call Center Call Center Scheduled Reports Tab From the Call Center Scheduled Reports tab, you can view existing reports, or generate new reports. to add a new report. Description and Template Enter a name and description for the new report in the designated fields. Under Report Template Name, select a default system template or a custom template from the dropdown menu. The available options may change depending upon the template you choose. Once you have chosen a template, you can modify it and save it as a new template. 34

Connected Office Voice Key Admin Guide Part 3: Enterprise Level - Call Center Scheduling Details Under Scheduling Details, you can set a Time Zone and recurrence for your report. Select a Time Zone from the dropdown list. Choose a recurrence option from the Recurs dropdown menu: Never, Daily, Weekly, Monthly, or Yearly. Your selection will determine the available fields. Never If you select a recurrence of Never, you will generate a one-time report. the icon to select a Schedule Date. Type a time in the Schedule Time field, and select AM or PM from the dropdown menu. 35

Connected Office Voice Key Admin Guide Part 3: Enterprise Level - Call Center Daily If you select a Daily recurrence, you will generate a daily report at a specified time. the icon to select a Start Date and enter a Run Time (AM or PM). Enter a number of days between each report. For instance, type 1 to receive a report every day; type 2 to receive a report every other day, etc. Under End, choose to end the daily report: Never, after a set number of occurrences, or on a specific date. Weekly If you select a Weekly recurrence, you will generate a weekly report at a specified time. the icon to select a Start Date and enter a Run Time (AM or PM). Enter a number of weeks between each report, then check the box next to one or more days of the week on which you would like to generate this report. Choose when to end your report (see Daily). 36

Connected Office Voice Key Admin Guide Part 3: Enterprise Level - Call Center Monthly If you select a Monthly recurrence, you will generate a monthly report at a specified time. the icon to select a Start Date and enter a Run Time (AM or PM). Enter a number of months between each report. Choose to run the report on a specified day of the month, or choose a specific weekday from the dropdown options (i.e. set the report to run on the First Sunday of each month, etc.). Choose when to end your report (see Daily). Yearly If you select a Yearly recurrence, you will generate a yearly report at a specified time. the icon to select a Start Date and enter a Run Time (AM or PM). Enter a number of years between each report, then choose to run the report on a specific day of a chosen month, or choose a specific weekday from the dropdown options (see Monthly). Choose when to end your report (see Daily). Yearly 37

Connected Office Voice Key Admin Guide Part 3: Enterprise Level - Call Center Report Details Under Report Details, choose from the available options to customize your report. Select a time period from the Sampling Period dropdown menu: 15-Min, 30-Min, Hourly, Daily, Weekly, or Monthly. Select a Time Zone from the dropdown menu. Select the way the date will appear on your report: mm/dd/yyyy or dd-mm-yyyy. Select a time format: AM/PM or 24 Hour. Report Timeframe Under Report Timeframe, select a timeframe and file format for your report. Under Last, enter a number and then select a time period from the dropdown menu: Hour(s), Day(s), Week(s), Month(s), or Year(s). NOTE: If you selected Never as your recurrence, you will enter a Start Date and Time as well as an End Date and Time instead of a time period. Under File Format, choose to generate the report in PDF or XLS (Excel spreadsheet). 38

Connected Office Voice Key Admin Guide Part 3: Enterprise Level - Call Center Call Center Selection If your Enterprise has more than one Call Center configured, you may choose to include one or more Call Centers in your report; or check the box to include All Call Centers. Performance Parameters Under Performance Parameters, enter a number of seconds in the Include Service Level field. Enter up to four (4) periods of Abandoned Calls in seconds. Destinations for Report Generation Under Destinations for Report Generation, enter a primary email address to which the report should be sent. You may also choose up to eight (8) additional email addresses. (at the top of the screen) to keep your changes. 39

Connected Office Voice Key Administrator Guide Part 4: Group Level Part 4: Group Level 40

Connected Office Voice Key Administrator Guide Part 4: Group Level Introduction Selecting a Group (which represents one of your company s physical locations) will give you access to different tools within the dashboard. The actions you take in this section will affect only the selected Group the changes will not be affected enterprise-wide. 1) Select an option from the Group drop-down menu 2) New tab options will be displayed: you now have access to the following Group-level pages: Dashboard Group Profile Departments Manage Users Group Services Directory Disaster Redirect Call Details 41

Connected Office Voice Key Administrator Guide Part 4: Group Level - Dashboard Dashboard The Dashboard displays the current state of all users and selected Group Services, such as Collaborate Bridges, and BroadWorks Anywhere services. Use this screen to quickly find users or services and edit their information, settings, password, and passcode information. 42

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard Users Within the Users section, you can display or edit user information, including the user s status, name, phone number, calls, settings, and information about the user s phone. Status the phone icon in the Status column to display active services and line information about the user. The The icon designates active users. icon designates inactive users. 43

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard Name the name of the user to edit the following information: Last and First Names: Edit the names and click Password: The password is used to log into the Portal; click to edit the password or click to automatically create a new one Passcode: The passcode is used to access features from their telephone; click to edit the password or click to automatically create a new one 44

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard Calls Calls to view recent calls made or received by the user. to view detailed call histories in the My Calls page. Query Call Details The Query Call Details page is used to generate reports listing call activity for your group. To generate a call details report: 1. Sort by: Select start date/time, answer time, release date/time, call duration, user phone, to phone, call type, call result, or call category 2. Date range: the calendar icon to select start and end dates 3. Include: Limit the report to inbound calls, missed calls, and/or outbound calls 4. Filter: Enter a full or partial telephone number to display your results, then choose to export the report to an email Last address, 20 Calls PDF, or CSV. 1 3 4 2 45

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard The Last 20 Calls page provides a quick summary of the selected user s 20 most-recent calls. To keep a copy of the report, select one of the following export options: Email to: Enter an email address and click Export report to PDF Export report to CSV 46

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard Settings the icon to configure the user s individual services, such as Call Forwarding and BroadWorks Anywhere. to view all of a user s subscribed services. Calling Features The Calling Features page allows you to customize the services available the user s account. The page is organized by Incoming Calls, Outgoing Calls, Call Control, and Messaging. Find more detailed information about each available calling feature in Appendix I. 47

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard Phone the icon to display read-only information about the device configured for the user. 48

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard Call Centers The Call Center level displays all configured call centers for the selected group. Status Under the Status column, the icon indicates that a call center is active, while the indicates a call center is inactive. icon Name the underlined name beneath the Name column to edit the selected Call Center s name and CLID name. 49

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard Calls the under the Calls column to view the selected Call Center s recent calls. to access the Query Call Details and Last 20 Calls pages. See the Query Call Details and Last 20 Calls steps on the previous page for more information. 50

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard Settings the icon to access the selected Call Center s settings. Group Policy Select a Group Policy from the available options to determine how incoming calls are routed to available agents. Call Center Routing Policies Check the box to enable overflow, and enter a length of time. Choose how the Call Center will route calls after calls wait for the specified length of time: Perform busy treatment Transfer to a designated phone number Play ringing until caller hangs up 51

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard Agents Use this section to assign users to your Call Center. 1) Enter your search criteria: You may limit your results by Group, Department, or name 2) to populate all users that fit your search criteria into the Available Users column 3) To add a user, select their name from the Available Users column, then click 4) To remove a user, select their name from the Assigned Users column, then click 5) Other actions: a. To select multiple names in a single column, hold the SHIFT button down on your keyboard and select your users b. To add all available users, click c. To remove all assigned users, click d. To move users up or down in the Detailed Settings Assigned Users list, click or to access additional settings for the selected Call Center. e. to keep your changes. 52

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard Detailed Settings to access additional settings for the selected Call Center. Profile Select from the left-hand navigation to access the Profile page and edit the following information: 1. Profile Settings: a. to update the Call Center Password 1a 1b 1b 2a 2a b. Change the Call Center name in the Name field 2. Calling Line ID: a. Change the first and last CLID name 2b 2c b. Select a department, language, and time zone from the available options 3a c. Select your Group Policy 3. Call Center Settings: See the a. Group Set your Policy Queue and Agents Length instructions 3b b. Check the boxes next to other available settings 53

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard See the Group Policy and Agents instructions for more information. Announcements to access the announcement settings. Select an option from the dropdown menu to display settings for each option. 1. Entrance: a. Check the box to enable an entrance message b. Check the box to enable mandatory playing of entrance messaging 1a 1b 1c 1 1d NOTE: Choose between Default, URL, and Custom c. If you select Default, the system messaging will play d. If you select URL, you can enter up to 4 links to online audio e. If you select Custom, you can upload up to 4 sound files just click sound file, then click, select a 1f 1e f. to save your changes. 54

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard 2. Estimated Wait: a. Check the box to enable an estimated wait message for queued callers b. Check the box to enable an updated wait message, and enter the number of seconds between each message NOTE: Choose between Announce queue position or Announce wait time c. If you select Announce queue position, enter a maximum queue number to announce to callers, and check the box to enable Play high volume message if desired d. If you select Announce wait time, enter the maximum wait time to announce to callers, check the box to enable Play high volume message if desired, and enter a default handling time per call 2a 2b 2c 2d to save your changes. 55

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard 3. Comfort: a. Check the box to enable comfort messaging b. Enter the number of seconds between each comfort message c. Choose an audio source between Default, URL, and Custom 3a 3b to save your changes. See the Entrance section for help choosing an Audio source. 56

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard 4. Music On Hold: a. Check the box to enable music on 4 hold for queued calls b. Choose an audio source between Default, URL, Custom, and External Source c. Check the box to enable an alternate audio source for internal calls 4a 4b NOTE: If you select External Source, you can select Identity/Device Profile or None selecting Identity/Device Profile will present you with the Line/Port field 4c to keep your changes. See the Entrance section for help choosing an Audio source. 57

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard Distinctive Ringing to choose a ring type for call center calls. 1 1. Check the box to enable distinctive ringing for call center calls 2. Select a ring pattern from the available options a. Normal b. Long-Long c. Short-Short-Long d. Short-Long-Short 2 changes. to save your 58

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard Calling Features Select left-hand navigation. from the On the Calling Features page, you can view and update any configured Calling Features, such as Voice Portals. Find more detailed information about each available calling feature in Appendix I. 59

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard My Calls Select navigation. from the left-hand On the My Calls page, you can generate and download call reports. See the Query Call Details and Last 20 Calls sections for more information. 60

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard Call Center Routing Policies Select from the lefthand navigation to access the Call Center Routing Policies page. 1. Under Action, choose one of the following options: a. Perform busy treatment b. Transfer to phone number c. Play ringing until caller hangs up 2. Check the box to enable overflow after a specified amount of time 3. Check the box to play announcements before overflow processing 4. Choose an audio source between Default, URL, and Custom 1 2 3 4 to keep your changes See the Entrance section for help choosing an Audio source. 61

Connected Office Voice Key Administrator Guide Part 4: Group Level Dashboard Utilities Select from the left-hand navigation to access the Enterprise Directory, Document Repository, and Feature Access Codes pages. See the Utilities steps for more information. 62

Connected Office Voice Key Administrator Guide Part 4: Group Level - Group Profile Group Profile From the main Group Dashboard, select from the left-hand navigation. From the Group Profile page, you can view and modify the following information for the selected group: Profile info Phone numbers Passwords and Passcodes Administrator information Time schedules Holiday schedules 63

Connected Office Voice Key Administrator Guide Part 4: Group Level - Group Profile Site Info The Site Info page tab allows you to access and modify basic group information and passwords. Location Info Highlight the Site Info tab and select Location Info to access the Group Information page. 1. Under Group Information, you may edit the group name and address 2. Under Group Administrator, you may edit the administrator s name and contact information 1 changes. to save your 2 64

Connected Office Voice Key Administrator Guide Part 4: Group Level - Group Profile Numbers Highlight the Site Info tab and select Numbers. The Numbers page allows you to manage the phone numbers and number ranges assigned to the group, as well as the individual numbers assigned to users. Filter the list of entries by entering a number or typing a name in the Assigned To field and click. You may also assign a specific number to a department from the Department dropdown menu. to save your changes. 65

Connected Office Voice Key Administrator Guide Part 4: Group Level - Group Profile Web Passwords & Voice Passcode Rules Highlight the Site Info tab and select Web Passwords & Voice Passcode Rules. This page allows you to configure the passwords and passcode rules for the users in the selected group. 1. To define password rules: a. Choose from the available password formats b. Specify a password expiration and frequency, if applicable c. Specify a number of failed attempts before disabling user password entry d. Indicate an administrator email address to which notifications will be sent if a user enters incorrect login IDs to keep your changes. 66

Connected Office Voice Key Administrator Guide Part 4: Group Level - Group Profile 2. To define passcode rules: a. Choose between System Rules, Service Provider/Enterprise Rules, and Group Rules b. Define the passcode format rules from the available options c. Select a rule to determine when the system disables a user account: Never or After X failed login attempts NOTE: Once the system disables a user account, the group administrator must reset the password of that account to return the account to service to keep your changes. 67

Connected Office Voice Key Administrator Guide Part 4: Group Level - Group Profile Administrators Highlight the Site Info tab and select Administrators to manage group and department administrators. View or Edit Administrators To view or edit an existing administrator, select the name of the administrator from the dropdown list. For both Group and Department Administrators, you may edit the following information: Last and First Name Password NOTE: to view the new password you have typed Language to keep your changes. 68

Connected Office Voice Key Administrator Guide Part 4: Group Level - Group Profile Add New Administrator to create a new administrator. 1. Enter an Administrator ID 2. (Optional) Type a Last Name and First Name into the provided fields 3. Create a password and retype it in the provided fields 4. Select a language from the dropdown list 5. Under Administrator Type, select Group or Department if you select Department, you must then choose the department from the dropdown list 1 2 3 to keep your changes. 4 5 69

Connected Office Voice Key Administrator Guide Part 4: Group Level - Group Profile Time Schedules the Time Schedules tab to manage existing or add new group time schedules. Edit a Time Schedule 1 To edit an existing Time Schedule: 1. Select the name of the Time Schedule 2. the orange bar for the day and time period you would like to edit 3. In the Edit Time Schedule pop-up, update the Start time and End time, then 2 click to keep your changes. 3 70

Connected Office Voice Key Administrator Guide Part 4: Group Level - Group Profile Add a Time Schedule Schedule to add a new Time 1 1. Type a Time Schedule Name in the popup window, then click 2. To set the time in the blank Time Schedule grid: a. Find the day of the week you want to schedule in the vertical lines b. Find your desired start time in the horizontal columns c. Starting at your desired start time, click and drag to create an orange bar d. Release at your desired end time e. the orange bar to edit your Start and End Times 3. Repeat Step 2 for any other applicable days 2a 2c 2d 2b to keep your changes. 71

Connected Office Voice Key Administrator Guide Part 4: Group Level - Group Profile Holiday Schedules The Holiday Schedule page lists all schedules that affect the regular Time Schedules. For example, Holiday Schedules allows services that normally play greetings and dialing menus to play the after-hours greeting and dialing menu instead. Edit a Holiday Schedule To edit a Holiday Schedule, click the schedule you wish to edit. next to In the Edit Holiday Schedule popup window: 1. Locate the listed schedule you wish to edit 2. Manually enter a date in the Date Start and Date End fields, or click the icon to choose a date from the popup calendar 3. Under Recurrence, select an option from the dropdown menu: a. None b. Indefinite: Occurs every year on the selected dates c. Limited: Specify the date on which the schedule no longer applies 1 2 3 to keep your changes. 72

Connected Office Voice Key Administrator Guide Part 4: Group Level - Group Profile Add a Holiday Schedule new Holiday Schedule. to create a 1. Type a name in the Holiday Schedule Name field 2. Type a name in the Holiday field 3. Enter a Start and End Date 4. Select your Recurrence options to keep your changes. See the Edit a Holiday Schedule section for help completing the required fields. 73

Connected Office Voice Key Administrator Guide Part 4: Group Level Departments Departments from the left- Select hand navigation. The Departments page lists all the departments in your group. To add a new department, click. Enter a name for your new Department, then select a Parent Department from the dropdown menu (if applicable). to keep your changes. 74

Connected Office Voice Key Administrator Guide Part 4: Group Level - Manage Users Manage Users Select from the left-hand navigation. The Manage Users section allows you to view and edit user information, including profiles, calling features, calls, and utilities. Profile Tab the Profile tab to access a dropdown menu of users. Select the name of a user from the dropdown menu to manage the user s information. 75

Connected Office Voice Key Administrator Guide Part 4: Group Level - Manage Users User Profile Select from the left-hand navigation. User Info Under User Info, you may view and edit the selected user s basic information. You may edit the following fields: Last Name First Name Calling Line ID Last Name Calling Line ID First Name Department Language Time Zone to keep your changes. 76

Connected Office Voice Key Administrator Guide Part 4: Group Level - Manage Users Additional Info Under Additional Info, you may assign the following information to the user s profile: Title Pager and mobile numbers Email Physical address Password Reset Under Password Reset, you may assign the user a new web password and/or voice portal passcode. Type a new password into the User Web Password and/or Voice Portal Passcode fields. You may also click to create a randomized password and/or passcode. to view the password/passcode you have entered, and retype it into the required fields. 77

Connected Office Voice Key Administrator Guide Part 4: Group Level - Manage Users Time Schedules The Time Schedules section lists all individual and group schedules that are applied to the selected user. See the Time Schedules section to learn how to edit existing or create new Time Schedules. Holiday Schedules The Holiday Schedules section lists all individual and group schedules that are applied to the selected user. See the Holiday Schedules section to learn how to edit existing or create new Holiday Schedules. Device The Device section lists information about the user s connected device. to edit any tags you have applied to the user s device. You may also click to perform a device reset, or click to rebuild the config file. 78

Connected Office Voice Key Administrator Guide Part 4: Group Level - Manage Users Lines On My Device Under Lines On My Device, you may view a read-only list of lines on the user s device. Devices Sharing My Line Under Devices Sharing My Line, you may view a read-only list of devices sharing the user s line. Phone Number The Phone Number section lists the phone number and extension associated with the selected user. Assigned Service Packs The Assigned Service Packs section lists all service packs associated with the selected user s account. 79

Connected Office Voice Key Administrator Guide Part 4: Group Level - Manage Users Calling Features Select navigation. from the left-hand To view a specific service, select an option from the Service Type dropdown menu: Incoming Calls Outgoing Calls Call Control Messaging For more information on available Calling Features, please see Appendix I. 80

Connected Office Voice Key Administrator Guide Part 4: Group Level - Manage Users My Calls Select navigation. from the left-hand On the My Calls page, you can generate and download call reports. See the Query Call Details and Last 20 Calls steps on the previous page for more information. 81

Connected Office Voice Key Administrator Guide Part 4: Group Level - Manage Users Utilities Select from the left-hand navigation. From the Utilities page, you have access to the Enterprise Directory, Document Repository, and Feature Access Codes. See the Utilities section for more information. 82

Connected Office Voice Key Administrator Guide Part 4: Group Level - Group Services Group Services From the main Group Dashboard page, from the left- select hand navigation. From the Group Services section, you may select and make changes to various services assigned to the selected group. For a detailed listing of all available Group Services, see Appendix II. 83

Connected Office Voice Key Administrator Guide Part 4: Group Level - Directory Directory Select from the left-hand navigation to access Group Directory information. 1 2 Common Phone List The Common Phone List is used to manage the group s shared phone list. This list is useful for including numbers frequently called by group members, such as a security company. 3 1. To add a new number, click, then enter the name and phone number in the provided fields 2. To edit an existing number, click next to the number you wish to edit, then update the name and phone number fields 3. To upload a CSV file of contacts from your computer, click, then click 84

Connected Office Voice Key Administrator Guide Part 4: Group Level Directory Enterprise Directory Enterprise Directory. to access the See the Utilities section for more information. 85

Connected Office Voice Key Administrator Guide Part 4: Group Level Directory Custom Contact Directories the tab to access the Custom Contact Directories page, where you can modify existing or create new custom contact directories. Each directory can contain a maximum of one thousand (1000) users. The directories are visible to all users in the group. NOTE: Users cannot be included in a custom contact directory if they have the User Privacy services assigned and have directory privacy enabled 86

Connected Office Voice Key Administrator Guide Part 4: Group Level Directory Add Directories contact directory. to add a new custom 1. Under Directory Name, type a name for your new directory 2. Search for available users by clicking -- you may limit your results by: a. Group b. Department c. Last and/or First Name 3. Add users from the Available Users to the Assigned Users column 3 1 2 to keep your changes. See the Agents section for help assigning users to your directory. 87

Connected Office Voice Key Administrator Guide Part 4: Group Level Directory Edit Directories like to edit. next to the directory you would 1 2 1. Under Directory Name, type a name for your new directory 2. Search for available users by clicking by: -- you may limit your results 3 a. Group b. Department c. Last and/or First Name 3. Add users from the Available Users to the Assigned Users column to keep your changes. See the Agents section for help assigning users to your directory. 88

Connected Office Voice Key Administrator Guide Part 4: Group Level - Disaster Redirect Disaster Redirect Select from the left-hand navigation to access the Disaster Redirect directory. The Disaster Redirect page is used to redirect calls to your group to alternative redirect numbers if the primary number becomes unavailable. You should define a redirect number for each user in your group by typing a redirect number next to each user s primary number. to keep your changes. 89

Connected Office Voice Key Administrator Guide Part 4: Group Level - Call Details Call Details Select from the left-hand navigation to access the Query Call Details page. See the Query Call Details section for more information. 90

Connected Office Voice Key Administrator Guide Appendix I: Calling Features Appendix I: Calling Features 91

Connected Office Voice Key Administrator Guide Appendix I: Calling Features A Aliases, 114 Alternate Numbers, 115 Anonymous Call Rejection, 116 Automatic Callback, 117 Automatic Hold/Retrieve, 118 B Barge-In Exempt, 121 Busy Lamp Field, 128 C Call Centers, 129 Call Forwarding, 130 Call Notify, 135 Call Transfer, 137 Call Waiting, 138 Calling Plans, 139 Collaborate Audio, 142 Connected Line ID Restriction, 151 D Distribution Lists, 153 Do Not Disturb, 154 E Executive, 155 Executive Assistant, 161 Fax Messaging, 162 F Fax Messaging, 162 G Greetings, 163 Group Night Forwarding, 165 H Hoteling, 166 L Line ID Delivery Blocking, 168 M Meet-Me Conferencing, 169 P Personal Phone List, 174 Priority Alert, 175 Push To Talk, 176 R Remote Office, 177 S Selective Call Acceptance, 178 Selective Call Rejection, 179 92

Connected Office Voice Key Administrator Guide Appendix I: Calling Features S (continued) Shared Call Appearance, 185 Speed Dial 100, 190 Speed Dial 8, 189 V Voice Messaging, 192 Voice Portal, 193 T Third Party Voice Messaging, 191 93

Connected Office Voice Key Administrator Guide Appendix I: Calling Features Aliases Use this page to manage Voice Messaging Aliases. Aliases allow a user to set his or her Call Forwarding Busy and Call Forwarding No Answer to a separate phone number that is equipped with the Voice Messaging service. As the system administrator, you can then configure the Voice Messaging aliases with the user s main phone number. When calls are routed to this system, the system recognizes the redirection number and provides Voice Messaging services to the user. To view current aliases, click 1. To add or edit an alias: a., then edit the number in the list b. To add a new alias, click, then enter the phone number c. to save your changes 2. To delete an alias, click, then click next to the entry you want to delete 94